Reservations Manager in Maui Condo and Home at Marriott Vacations Worldwide Call Center

Date Posted: 3/11/2020

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

CANDIDATE PROFILE

Education and Experience 

  • High School Diploma or equivalent, some college preferred
  • 3- 5 years hospitality reservations and guest service experience (previous Vacation Rental experience a plus). Must have a financial proficiency to include working with budgets, forecasts and analytical reporting. Must have excellent written and verbal communication skills.  Minimum 2 years supervisory or management experience. Ability to work with minimal supervision, able to adhere to and enforce company standards, policies, procedures, rules and regulations. Possess a pleasant personality and enjoy working with people. Able to complete special projects as assigned. Able to work with and be part of a team.
  • Guest Service and Hawaiian culture certifications a plus but not required. Experience with V12.net and or FRS software a plus but not required. Should be able to use Word and Excel proficiently

CORE WORK ACTIVITIES 

  • Lead GS and Res Teams, all administrative, operational and managerial functions of the reservations/guest services department including but not limited to hiring, scheduling, training, coaching, evaluating and disciplining Reservation/ GSA’s.
  • Optimize Phone Sales efforts, utilizing all Navis tools, communicate property program updates, rate specials and other appropriate information to staff, monitor and track call conversion statistics, score reservations calls and coach Agents for improvement as well as acknowledgement of job well done, monitor and adjust reservation room assignments to optimize occupancy.   
  • Responsible for accurate reservation information in the system – correct rates, clean reservations, system to cancel reservations in timely manner, over site of deposits being collected on time and reminders going out when appropriate, responsible for guest correspondence updates to letters etc.
  • Responsible for wholesale and internal extranet and website availability updates, create and enhance working relationships with suppliers and market segments partners. 
  • Responsible for Kronos, workaday and ADP updates and reports according to Corporate schedule.
  • Responsible for monitoring operating costs and schedules to keep within budget guidelines as required by management.
  • Responsible for vendor relations including wholes account familiarization tours, outside vendors providing services for units, guest review responses, data input and responses, trip advisor responses, Navis goals.
  • Responsible for collection of guest information for marketing purposes, email marketing, direct mail and other campaigns, coordination and oversight of guest Aloha Calls.
  • Must become familiar with all MCH Rental Agreement and how it applies to reservations, guest services and in support of owner services become familiar with the individual units and properties for sales and owner relations purposes.
  • Effectively deal with internal and external customers with a high level of patience, tact and diplomacy, to defuse anger and collect accurate information to reach an effective and positive conclusion for the customer and limit liability of MCH, responsible for incident report when required.
  • Responsible for coordination of after-hours services and follow-up action as needed for guest services and maintenance of individual units, utilize company computer and VPN tools to access system and immediately respond to after- hours emergency and or complete work from home if office closed.

  • Navis program leader work with VP on monthly goals, responsible for call scoring and coaching agents, assignment of dashboard leads, outbound calling and call follow-up, call compliance, etc.
  • Responsible annual GS and Reservations associate evaluations and goals setting for associates.
  • Perform other duties as assigned.


Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.